ARROW BUSINESS COMMUNICATIONS LIMITED (Trading under the brand name ARO)

ARO – MOSAIC Manager

Provides a secure, fully auditable environment for accessing and analysing approved data. Focused on the “output” side of the Trustworthy Research Environment, it offers researchers controlled, customisable, security checked toolsets. All actions are recorded, and the service is accredited to ISO27001/17/18, ISO 9001, Cyber Essentials Plus, and NHS DSPT Standards-Exceeding.

Features

• Secure, role-based access for academic and clinical research
• Multiple secure healthcare data ingestion methods
• Supports structured, unstructured, and image data types
• Secure receipt of healthcare datasets
• Integrated Stata, R, Python analytics tools
• Logical data and application separation within the platform
• Interoperable with NHS systems
• HSCN connected and NHS DSP Toolkit compliant

Benefits

• Secure processing of sensitive healthcare data
• Supports governed, evidence-based research
• Proven hosting of sensitive research datasets
• Interoperable with NHS standards and systems
• Supports ISO 9001 and ISO 27001 compliance
• Cyber Essentials Plus compliant
• NHS DSP Toolkit compliant

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sds.contracts@aro.tech. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

542240134361294

Contact

John Loftus
07545 929225
sds.contracts@aro.tech

About your service

• Service categories:

  Application Development and Deployment

  Data management

  Database management systems

  • Relational Database Management Systems
  • Multivalue Database Management Systems
  • Data Lake Management Systems

  Database administration and development

  • Database Administration
  • Database Replication
  • Data Modelling
  • Database Development and Optimization

  Data integration and intelligence

  • Data Ingestion and Transformation Software
  • Dynamic Data Movement Software
  • Data Quality Software
  • Data Access Infrastructure Software
  • Metadata Management Software
  • Data Archiving and Information LifD-Cycle Management
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Hybrid cloud
• Service constraints: N/A
• System requirements: Modern web browser (Chrome, Edge, Firefox, Safari)

User support

• Email or online ticketing support: Yes
• Support response times: During Business Hours; ; Priority 1: Response within 1 hour; ; Priority 2: Response within 2 hours; ; Priority 3: Response within 8 hours; ; Outside Business Hours; ; Priority 1: Response within 2 hours; ; Priority 2: Response within 4 hours; ; Priority 3: Response within 12 hours
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Through Browser
• Web chat accessibility testing: None Completed to Date
• Onsite support: Yes, at extra cost
• Support levels: Arrow provides a managed support service for all MOSAIC Modules. Incidents are prioritised by severity and impact and logged via Arrow’s service desk. Response targets are: Priority 1 (critical service unavailable): Business hours: response within 1 elapsed hour Outside business hours: response within 2 elapsed hours Priority 2 (service degraded, no workaround): Business hours: response within 2 elapsed hours Outside business hours: response within 4 elapsed hours Priority 3 (non-critical issue or workaround available): Business hours: response within 8 elapsed hours Outside business hours: response within 12 elapsed hours Incidents are managed through to resolution in line with agreed service levels.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: Getting started; ; Onboarding is supported through onsite training, remote training sessions, and comprehensive user documentation.; ; Offboarding; ; User access is removed on request, and data is retained or securely deleted in line with agreed policies.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Arrow supports customer data extraction at contract end, providing assistance in line with agreed exit arrangements and support levels.
• End-of-contract process: Use of the service ends at contract expiry, with off-boarding managed in accordance with agreed exit arrangements.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Through email

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There is no inherent functionality difference between the desktop and mobile interface
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service is accessed through a secure web browser interface or supported virtual desktop client, providing authenticated users with controlled access to the user interface for data upload and management.
• Accessibility standards: None or don’t know
• Description of accessibility: The service is delivered through secure HTTPs web portal or through a preferred SFTP client, supporting built-in accessibility features including screen readers, magnification, keyboard navigation, and high-contrast modes. No separate assistive technology testing has been undertaken.
• Accessibility testing: No specific user testing has been undertaken with assistive technologies.
• API: No
• Customisation available: Yes
• Description of customisation: The service supports configuration by authorised users using role based access and granular permission settings to meet information governance. Each area can be structured and configured to meet specific research requirements using predefined configuration options, allowing logical separation of studies, datasets, users, and workflows without code changes.

Scaling

• Independence of resources: Capacity management is controlled under Arrow’s Information Security Management System (ISMS). Monitoring, forecasting, and controlled resource management ensure sufficient capacity is available to support service availability and performance. Resource planning maintains logical separation of customer environments and secure platform operation.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Research data can be exported in commonly used, open, and Excel-compatible file formats to support analysis, reporting, and migration at contract end, subject to applicable governance and access controls.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • DICOM
  • Structured and unstructured data
  • Excel
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: The service is designed to achieve 99.96% availability, measured monthly, excluding planned maintenance notified in advance.
• Approach to resilience: The service is delivered as a resilient cloud software platform using redundant components, fault-tolerant design, and controlled maintenance processes. Planned maintenance is undertaken without service interruption where possible.
• Outage reporting: Customers are notified of major service outages by email. Regular status updates are provided until restoration. A reason-for-outage report is available on request.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to service management interfaces and support channels is restricted to authorised Arrow personnel using role-based access controls and multi-factor authentication. Administrative access is logically segregated from standard user access, and customer management access is protected using secure authentication mechanisms, including two-factor authentication where applicable.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essential Plus
• Information security policies and processes: Arrow maintains a formal Information Security Management framework approved by the Board. Policies define roles, responsibilities, and controls for all staff, contractors, and authorised users. Compliance is monitored and supported through staff training and awareness.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Service components are documented and version-controlled. Changes are managed through a formal change process including risk assessment, approval, testing, and controlled implementation.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Security threats are identified through risk assessments and supplier notifications. Vulnerabilities are prioritised by severity and impact. Vendor patches are reviewed, tested where appropriate, and applied in a timely manner.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Monitoring controls detect unauthorised access and policy breaches. Regular audits ensure controls remain effective. Suspected breaches are investigated and managed in line with incident procedures.
• Incident management type: Supplier-defined controls
• Incident management approach: Arrow operates a documented incident management process. Incidents are reported immediately, assessed for impact, and investigated. Where required, the Supervisory Authority is notified within 72 hours. Records are retained for audit purpose
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • Joint Academic Network (JANET)
  • Health and Social Care Network (HSCN)

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: DNV Business Assurance UK Limited
• ISO/IEC 27001 accreditation date: Friday 1 December 2023
• What the ISO/IEC 27001 doesn’t cover: All ARO's services submitted to G-Cloud are covered, within the full scope included below. Nothing outside of the scope is covered:; ; Provision of IT and Telecommunications Services (AV and Video Conferencing, Business Mobile, Cloud Telephony, Contact Centre, Cyber Security, Data Centre Services, Data services, IT, Software Development, Mobile Data) in accordance with the Statement of Applicability, version 1.0, plus Code of Practice ISO 27017:2015 on information security controls for cloud services and Code of Practice ISO 27018:2019 for protection of personally identifiable information (PII) in public clouds.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: DNV Business Assurance UK Limited
• ISO 9001 accreditation date: Friday 1 December 2023
• What the ISO 9001 doesn’t cover: All ARO's services submitted to G-Cloud are covered, within the full scope included below. Nothing outside of the scope is covered:; ; Provision of IT and Telecommunications Services (AV and Video Conferencing, Business Mobile, Cloud Telephony, Contact Centre, Cyber Security, Data Centre Services, Data services, IT, Software Development, Mobile Data).
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: Bfeb01f3-8386-4dfa-b3a9-078b0111c144
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 1b2adc2c-4104-4659-93b5-35908194c9b4
• Other security certifications: Yes
• Any other security certifications: NHS DSP Toolkit

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sds.contracts@aro.tech. Tell them what format you need. It will help if you say what assistive technology you use.